Technical Support Engineer Job Description Template
Own the technical troubleshooting and resolution of customer issues across products and platforms. Act as the bridge between customer problems and engineering teams to ensure fast, durable fixes.
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Why hire a Technical Support Engineer?
SMBs grow into situations where ad-hoc support breaks down. You scale support quality, reduce churn from unresolved issues, and free founders from being the de-facto support team.
Technical Support Engineer salary ranges
Approximate annual gross salary bands (Q2 2026). Always adjust for your city, seniority, and the candidate’s experience.
United States
$65,000 – $95,000
United Kingdom
£48,000 – £72,000
Eurozone
€55,000 – €82,000
Technical Support Engineer responsibilities
- Diagnose and resolve technical issues reported by customers within SLA targets, documenting all interactions and resolutions in the ticketing system
- Identify recurring bugs or design friction points and escalate with clear reproduction steps to the engineering team
- Own customer onboarding troubleshooting—setup, integration, authentication, API connectivity—and reduce time-to-value
- Build internal documentation, FAQs, and troubleshooting guides that reduce repeat ticket volume by 20%+
- Conduct root-cause analysis on critical customer incidents and lead post-mortems with engineering to prevent recurrence
- Manage relationships with 15–30 high-touch customers, proactively flagging churn risk and success metrics to the product team
Skills & requirements
Required
- 3+ years technical support, SaaS, or customer engineering at a software-first company
- Fluent troubleshooting: networking, APIs, databases, logs, and browser/server-side debugging tools
- Working knowledge of at least one programming language or scripting (Python, JavaScript, SQL, Bash) to read code and understand error traces
- Experience with support platforms (Zendesk, Intercom, or Freshdesk) and CRM tools
- Strong written communication: ability to explain complex technical problems to non-technical stakeholders clearly
- Comfortable with Linux/Unix command line and basic terminal navigation
Nice to have
- Experience with cloud platforms (AWS, GCP, Azure) or containerization (Docker, Kubernetes)
- Track record of building self-serve resources (video tutorials, knowledge bases) that measurably reduced support volume
- Prior experience in a small team where you wore multiple hats—support, QA, and light product feedback loops
Copy-ready Technical Support Engineer job description
Technical Support Engineer [Company name] · [City], [Country] · [On-site / Hybrid / Remote] $65,000 – $95,000 (US) · £48,000 – £72,000 (UK) · €55,000 – €82,000 (EU) — gross/year
Own the technical troubleshooting and resolution of customer issues across products and platforms. Act as the bridge between customer problems and engineering teams to ensure fast, durable fixes.
Why this role exists SMBs grow into situations where ad-hoc support breaks down. You scale support quality, reduce churn from unresolved issues, and free founders from being the de-facto support team.
What you'll do
- Diagnose and resolve technical issues reported by customers within SLA targets, documenting all interactions and resolutions in the ticketing system
- Identify recurring bugs or design friction points and escalate with clear reproduction steps to the engineering team
- Own customer onboarding troubleshooting—setup, integration, authentication, API connectivity—and reduce time-to-value
- Build internal documentation, FAQs, and troubleshooting guides that reduce repeat ticket volume by 20%+
- Conduct root-cause analysis on critical customer incidents and lead post-mortems with engineering to prevent recurrence
- Manage relationships with 15–30 high-touch customers, proactively flagging churn risk and success metrics to the product team
What you'll need
- 3+ years technical support, SaaS, or customer engineering at a software-first company
- Fluent troubleshooting: networking, APIs, databases, logs, and browser/server-side debugging tools
- Working knowledge of at least one programming language or scripting (Python, JavaScript, SQL, Bash) to read code and understand error traces
- Experience with support platforms (Zendesk, Intercom, or Freshdesk) and CRM tools
- Strong written communication: ability to explain complex technical problems to non-technical stakeholders clearly
- Comfortable with Linux/Unix command line and basic terminal navigation
Nice to have
- Experience with cloud platforms (AWS, GCP, Azure) or containerization (Docker, Kubernetes)
- Track record of building self-serve resources (video tutorials, knowledge bases) that measurably reduced support volume
- Prior experience in a small team where you wore multiple hats—support, QA, and light product feedback loops
What we offer
- Salary: [range, gross, with currency and time unit]
- [Equity / bonus / commission if applicable]
- [Health, PTO, learning budget, equipment — only what's real]
- [Work mode + flexibility]
About [Company] [2–3 sentences: stage, customers, traction. Keep it specific.]
Want it tailored to your company and country?
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Frequently asked
What does a Technical Support Engineer do?
Own the technical troubleshooting and resolution of customer issues across products and platforms. Act as the bridge between customer problems and engineering teams to ensure fast, durable fixes. SMBs grow into situations where ad-hoc support breaks down. You scale support quality, reduce churn from unresolved issues, and free founders from being the de-facto support team.
What should a Technical Support Engineer job description include?
A strong Technical Support Engineer job post has a one-line hook, why the role exists, 6 outcome-led responsibilities, a clear list of required skills, the salary range, and a country-specific compliance line. Use the copy-ready template above as a starting point.
How much does a Technical Support Engineer earn?
Approximate annual gross bands (Q2 2026): $65,000 – $95,000 in the US, £48,000 – £72,000 in the UK, and €55,000 – €82,000 in the Eurozone. Adjust for city, seniority, and experience.
How do I write a Technical Support Engineer job description fast?
Use Penroll's free job description generator — enter the title and country and it produces a complete, inclusive, salary-formatted Technical Support Engineer post in about 30 seconds, no signup required.
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Next step: interview them well
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Technical Support Engineer interview questions & red flags →